Telemedicine and Telehealth Service

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FAQ:

Medpod Technical Requirements
Browser

  • Non-iOS Devices: Google Chrome (or Microsoft Edge)
  • iOS Devices: Safari

Internet Speed: Minimum Upload speed should be at least 1.5 to 2.0 mbps

Mobile Device or Desktops: Medpod Video Visits will work on the following platforms (Utilizing the appropriate browser):

  • Windows PC
  • Apple Macintosh (Laptops and desktops)
  • iOS Devices (iPhones and iPads)
  • Linux PC
  • Windows Tablet
  • Android Tablet

Desktop Computer Requirements: Desktop computers must be equipped with camera, microphone, and speakers and have adequate CPU power to process video (i3, i5 or i7)
Mobile Device Requirements: Mobile devices must have a video camera, microphone, and speakers and be enabled to “Allow” access to

  • Location
  • Camera
  • Microphone

Operating System:

  • Microsoft Windows 7/8/8.1/10 or latest
  • Mac OS X 10.7.5+ or latest
  • IOS 12.2 or latest
  • Android 5 or 6 or latest
  • Linux Fedora or Debian distributions

CPU Recommended:

  • Intel Core i3, i5  (3.3 GHz or higher)
  • Intel Core i7  (3.0 GHz or higher)

RAM: 2GB minimum, 4GB or more recommended
Web Camera Recommended:

  • Logitech c910, c920, c930e
  • Logitech Conference Cam CC3000e
  • Any good quality USB or built in webcam capable of 720p video and equipped with a microphone

Audio: Any good quality speakers

Bandwidth

  • For HD (1280×720 pixels) resolution at 30 frames/sec, we recommend 2Mbit/sec (which will support 2 streams, e.g. main video + plus a scope, or main video and an interpreter)
  • Full HD (1929 x 1080 pixels) resolution require double bandwidth and nHD (640×360 pixels) require a quarter of the HD bandwidth

Q: My computer is not connecting

  • Are you connected to the Internet?
  • Is the connection sufficient?
  • If the connection speed seems slow, perform a speed test
    • Type “Speed Test” into your browser and select one to test
    • Upload speed should be at least 1.5 to 2.0 mbps
  • What computer or device are you using?
  • Are you using the required browser?
    • Non-iOS Devices: Google Chrome
    • iOS Devices: Safari

Q: I’m connected, but there is no video / just received an error

  • Is there a camera installed on the computer/device?
  • Is the camera “Allowed” through the Chrome (Android) or Safari (iOS) browser?
  • Is the camera hooked up to their computer?
  • Is the camera on?
  • Is the camera accessible?

Q: I’m connected, but I can’t hear

  • Do you have external speakers?
  • Are they plugged in and/or turned on?
  • Are the microphone or speakers “Allowed” through the Chrome (Android) or Safari (iOS) browser?
  • Is the speaker volume on and/or turned up?

Q: How long does it take for the session to timeout due to inactivity?

  • 15 minutes, please be sure to engage in some activity with your device or computer to prevent a timeout

Q: If I am using a phone, what is the best screen orientation?

  • Landscape: Turn phone to a LANDSCAPE orientation so that patients and providers can see a full view of each other; phones may need to have settings adjusted to allow for screen rotate
    • Android
      • Most devices: Open Settings – Accessibility – Turn on Auto-rotate Screen
      • Samsung Galaxy devices: Swipe down on screen to access Quick Settings, ensure Auto-rotate screen is enabled (not locked)
    • iPhone
      • Open the Control Center
      • With Face ID: Swipe down from top-right corner of screen
      • With a Home Button: Swipe up from the bottom edge of the screen

Q: How do I allow the required Medpod website access to my Location, Camera, and Microphone?

  • Medpod video visits requires access to Location, Camera, and Microphone settings on your device. See below for options to allow access for future Medpod website visits.
  • Android devices using Chrome:
    • While in the Chrome app, to the right of the address bar, tap More (triple dots) – Select Settings – Site Settings
      • Select “Location”: If the Medpod URL does not show in your “Allowed” list, select “Blocked”, locate the URL, click on it, under Permissions select Access your microphone, click “Allow”
      • Select “Access your camera”: If the Medpod URL does not show in your “Allowed” list, select “Blocked”, locate the URL, click on it, under Permissions select Access your microphone, click “Allow”
      • Select “Access your microphone”: If the Medpod URL does not show in your “Allowed” list, select “Blocked”, locate the URL, click on it, under Permissions select Access your microphone, click “Allow”
  • iPhone / iPad using Safari
    • Open Settings – Select Safari – scroll to:
      • Camera – Camera Access on All Websites – Ask or Allow (To allow all)
      • Microphone – Microphone Access on All Websites – Ask or Allow (To allow all)
      • Location – Location Access on All Websites – Ask or Allow (To allow all)

Q: I’m using an iPad and cannot connect

  • Make sure all “Content Blockers” are “Off” for the Medpod website and that Camera, Microphone, and Location are set to “Allow”

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